Team Manager - Contact Centre

Call Centre Birmingham, United Kingdom


Position at Connect Distribution Services Limited

Contact Centre Team Manager
Connect Distribution


Here at Connect Distribution, our aim is to be the first choice for home appliance after sales service, spare parts and accessories.

With fifty years’ experience behind us we are the largest independent home appliance and spare parts distribution organisation within the UK working with a number of household brands including Dyson, Whirlpool, Hotpoint, Hoover and Bosch to name a few!

We have an exciting opportunity for a Team Manager to join our fast paced Contact Centre. As a Team Manager, the role will involve:

  • Managing, coaching and developing a team of Customer Service Advisors
  • Ensuring quality and productivity targets are met through monitoring of KPIs and performance
  • Identifying opportunities for continuous improvements
  • Day to day management of team, including performance and absence management
  • Attending and conducting team briefs and training sessions
  • Conducting one to ones and reviews with team members

As a Team Manager you will need:

  • A passion about people development and coaching, proven experience in team management and call monitoring
  • Proven track record in driving results
  • Work well under pressure
  • Strong communication skills, both written and verbal
  • Decision making and problem solving skills
  • Excellent planning and organisational skills
  • Experience within a busy contact centre environment

We’d be really excited if you have:

  • Experience of managing various communication channels such as call, email and live chat
  • Worked within FMCG

What we offer:

  • 33 days annual leave (including bank holidays)
  • Free onsite parking
  • Pension scheme
  • Access to over 250 discounts including high street and online shopping, travel, technology, entertainment, food and drink and many more via Perkbox
  • Potential to win access to Football tickets for Birmingham City home games
  • Staff discounts on all products